Customer Service Manager

7 months ago

Drummondville, Canada National Bank of Canada Full time

As a Customer Service Manager, you're responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

**Please note that the incumbent will be required to work in two branches located in Drummondville**

**Your role**
- Guide and coach the team of representatives in identifying clients' financial needs
- Make sure the team promotes the Bank's products and services and refers clients to the right resource
- Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business development techniques after setting and following up on performance objectives and business development referrals
- See that the branch's operational activities are carried out efficiently
- Build loyalty by maintaining close relationship with clients and offering them quality service
- Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.
- Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.
- Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.
- Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities.

**Your Team**

The Bank values continuous development and internal mobility. Our personalized training programs enable you to master your job and develop new areas of expertise. Tools such as coaching and mentoring support, as well as access to colleagues with various professional backgrounds are available to you, at all times.

**Prerequisites**
- College diploma and four to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level
- Experience in personnel management and coaching
- Experience in business development and customer service
- Knowledge of financial products and services

**Your benefits** In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
- Health and wellness program, including many options
- Flexible group insurance
- Generous pension plan
- Employee Share Ownership Plan
- Employee and Family Assistance Program
- Preferential banking services
- Initiatives promoting community involvement
- Telemedicine service
- Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

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